E-MAIL PROBLEMS

Q 1 - I can't SEND any e-mails

If you cannot SEND e-mails, the problem lies either with your Internet connection or with a wrong configuration of your e-mail's SMTP. Our servers only handle incoming e-mails from the domains we host.

Contact your Internet Service Provider.

Q 2 - I get an error notice when I try to RETREIVE my e-mails

If you have not changed anything in your e-mail configuration since your last use and your Internet connection is working properly, pay attention to what the error notice says to pinpoint the problem.

a) If the error messages mentions the POP server, wait about 10 minutes and try again. The server might just be rebooting. If that message persists after 10 minutes, report the problem and provide us with:

The e-mail address having the problem
A transcription of the error message

b) If the error message mentions something about "time out", there might be a large or corrupted message blocking your mailbox.

Solution 1
In your e-mail application, search in the account's advanced settings for "Server timeouts" settings and extend it to a longer period. This way, if it's a very large message that is blocking your mailbox, it will give it more time to try and retrieve it.

Solution 2
Use Webmail to visit your mailbox on the server, find which e-mail is blocking it, read it on the server and delete it afterwards.

If none of these solve your problem, report the problem and provide us with:

The e-mail address having the problem
A transcription of the error message

Q 3 - You cannot receive e-mails from a specific correspondent

Solution 1
Check your e-mail software's trash bin and spam filter to ensure that the message is not caught in there. You might also want to check that your computer's spam filter or antivirus has not blocked the message.

Solution 2
Check with your correspondent that he has entered the right e-mail address for the message. 99% of times, errors are caused by either misspelled addresses or the user mistakingly selecting another name in his personal address book and the message was simply sent to the wrong person. Also ask if he has received a non-delivery (bounce) message and what it says.

If the problem persists after a second test, the message might be caught in our server's spam filter. We can whitelist your correspondent's e-mail so it doesn't get blocked. If you have a spam filter with us, report the problem and provide us with:

The e-mail address having the problem
Your correspondant's full e-mail address
A transcription of the error message received by your correspondent (if pertinent)

Q 4 - You have lost your e-mail username and password

Upon activation of a new account, we usually provide all clients with a document containing all access codes to domains and e-mails. If you have lost it, report the problem and provide us with:

The e-mail address having the problem

Q 5 - Someone sent you an e-mail 30 minutes ago and you still haven't received it

The Internet has gotten us used to lightspeed communications, but be patient. From time to time, mail servers are subject to spam attacks. This results in a backlog in mail delivery that can take up to two hours to catch-up to. While waiting, make sure to check your own computer's spam filter and antivirus software and that your correspondent has indeed sent the e-mail to the right address.

If you have not received the expected e-mail five hours after it has been sent, and you have verified with the sender that it was indeed sent to the right address, report the problem and provide us with:

The e-mail address having the problem
Your correspondant's full e-mail address

Open a trouble ticket >>

If you have another technical problem involving your e-mail or one of our products, please report the problem using our trouble ticket form.